AX6000 Cable Modem Router Partial Service Mode

Question

Hi all, been dealing with this issue for quite sometime. No splitters to remove, new ones were installed a couple months ago when ISP visited and said they could find nothing wrong with the line. They suggested modem was the issue, new modem. New coax from modem to wall.

I get dropped internet that only comes back when I reset the modem/router. I unplug and plug back in and it starts up again fine. Somedays it drops out several times. Somedays it doesn't drop out at all. Average at least a dozen times a week.

Looking at the admin portal - it says my cable connection status is Poor.

There are a number of critical notices as well. I'm fairly certain I have a bad line outside. But I don't know how to convince Xfinity of that.

Help?

Cable Diagnostic

Status: Poor

Action:
[Partial Service]

Cable Connection

Cancel Apply

Cable Diagnostic

Status: Poor

Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
[Downstream SNR]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.

Internet Access:

Downstream Status:

Upstream Status:

Refresh Save Cable Diagnostic Info

Advanced Information

Frequency Start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	771 MHz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled

Downstream Bonded Channels (Partial Service)

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	256 QAM	37	771000000 Hz	7.3 dBmV	41.6 dB	0	0
2	Locked	Unknown	9	603000000 Hz	5.8 dBmV	41.6 dB	3288	17095
3	Locked	256 QAM	10	609000000 Hz	5.8 dBmV	41.7 dB	0	0
4	Locked	256 QAM	11	615000000 Hz	5.7 dBmV	41.8 dB	0	0
5	Locked	256 QAM	12	621000000 Hz	6.1 dBmV	34.4 dB	4006662	11259245
6	Locked	256 QAM	13	627000000 Hz	6.0 dBmV	31.3 dB	4637839	12320558
7	Locked	256 QAM	14	633000000 Hz	6.1 dBmV	33.1 dB	2564491	8005127
8	Locked	Unknown	15	639000000 Hz	6.0 dBmV	33.1 dB	10155	53581
9	Locked	256 QAM	16	645000000 Hz	6.1 dBmV	41.6 dB	0	0
10	Locked	256 QAM	17	651000000 Hz	6.4 dBmV	41.6 dB	0	0
11	Locked	256 QAM	18	657000000 Hz	6.3 dBmV	41.7 dB	0	0
12	Locked	256 QAM	19	663000000 Hz	6.5 dBmV	41.8 dB	0	0
13	Locked	256 QAM	20	669000000 Hz	6.6 dBmV	41.8 dB	323	367
14	Locked	256 QAM	21	675000000 Hz	6.7 dBmV	41.2 dB	130	245
15	Locked	256 QAM	22	681000000 Hz	6.7 dBmV	41.7 dB	52	93
16	Locked	256 QAM	23	687000000 Hz	6.9 dBmV	41.7 dB	81	0
17	Locked	256 QAM	24	693000000 Hz	7.0 dBmV	41.8 dB	0	0
18	Locked	256 QAM	25	699000000 Hz	6.8 dBmV	41.7 dB	0	0
19	Locked	256 QAM	26	705000000 Hz	6.9 dBmV	41.7 dB	0	0
20	Locked	256 QAM	27	711000000 Hz	7.0 dBmV	41.7 dB	7	0
21	Locked	256 QAM	28	717000000 Hz	7.0 dBmV	30.5 dB	40602368	16166450
22	Locked	256 QAM	29	723000000 Hz	7.1 dBmV	32.5 dB	14965308	2831915
23	Locked	256 QAM	30	729000000 Hz	7.4 dBmV	32.5 dB	44051	233768
24	Locked	256 QAM	31	735000000 Hz	7.3 dBmV	32.5 dB	34491	182831
25	Locked	256 QAM	32	741000000 Hz	7.3 dBmV	32.5 dB	21637	114604
26	Locked	256 QAM	33	747000000 Hz	7.2 dBmV	31.1 dB	1221856	119475
27	Locked	256 QAM	34	753000000 Hz	7.4 dBmV	29.4 dB	717677	711449
28	Locked	256 QAM	35	759000000 Hz	7.1 dBmV	32.5 dB	3227660	476295
29	Locked	256 QAM	36	765000000 Hz	7.3 dBmV	30.6 dB	6716968	9105276
30	Locked	256 QAM	38	777000000 Hz	7.3 dBmV	41.7 dB	0	0
31	Locked	256 QAM	39	783000000 Hz	7.6 dBmV	41.8 dB	0	0
32	Locked	256 QAM	40	789000000 Hz	7.6 dBmV	41.8 dB	0	0

Upstream Bonded Channels (Partial Service)

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	13	5120 Ksym/sec	35600000 Hz	41.0 dBmV
2	Locked	ATDMA	9	2560 Ksym/sec	10400000 Hz	30.8 dBmV
3	Locked	ATDMA	10	5120 Ksym/sec	16400000 Hz	35.3 dBmV
4	Locked	ATDMA	11	5120 Ksym/sec	22800000 Hz	41.3 dBmV
5	Locked	ATDMA	12	5120 Ksym/sec	29200000 Hz	39.8 dBmV
6	Locked	ATDMA	14	2560 Ksym/sec	40400000 Hz	42.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	159	957000000 Hz	7.98 dBmV	40.8 dB	1126 ~ 2969	53795785	43656424	0
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

FURRYe38 · Answer

Is this is the CAX80?&nbsp;
&nbsp;
What FW is loaded currently?&nbsp;
&nbsp;
I see power levels are a tad bit high. I'd ask the ISP to lower if possible.&nbsp;
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
&nbsp;
Also see some correct and uncorrectables that should be zeros:
Please post a copy and paste of the modems event log page.https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router
Have the ISP check the signal and line quality UP to the modem.&nbsp;Be sure the ISP provisions the modem correctly.Be sure there are no coax cable line splitters in the between the modem and ISP service box.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;Start with removing any amplifiers, signal attenuators, or splitters from the coax.From there check the line for kinks, damage, moisture in the line.Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.Be sure to power OFF the modem for 1 minute then back ON.https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

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AX6000 Cable Modem Router Partial Service Mode

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